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"I'M SORRY SIR BUT THERE'S BEEN A MISTAKE AND YOUR CHILD CAN'T OCCUPY THAT SEAT BECAUSE HE IS 2 OR UNDER, I'TS AN FAA REGULATION. PLEASE HOLD YOUR BABY FOR THE DURATION OF THE FLIGHT AND WE'LL REFUND YOU THE COST OF THE TICKET YOU PAID FOR. YOUR OTHER OPTION IS TO LEAVE THE FLIGHT ENTIRELY. AGAIN, WE APOLOGIZE FOR THE MISUNDERSTANDING. OF THOSE OPTIONS, WHICH DO YOU CHOOSE?"

What is so fucking hard about basic customer service and de-escalation?

There is no reason why they should ever remove the most reasonable option from the table -- at any point. He literally was willing to hold the kid after realizing he couldn't win that argument, and she was like "At this point, you have to leave no matter what." That's insane.

Did you know that the safest place for your child on an airplane is in a government-approved child safety restraint system (CRS) or device, not on your lap? Your arms aren't capable of holding your child securely, especially during unexpected turbulence.

The Federal Aviation Administration (FAA) strongly urges you to secure your child in a CRS or device for the duration of your flight. It's the smart and right thing to do so that everyone in your family arrives safely at your destination.

Out of all the PR shit Delta will be dealing with this situation, I think this part of the interaction will be the most damning, at least for the employee. Like, fucking wow, "your kids will be in foster care"... what the hell lol

Yeah after the first 30 seconds of their interaction the whole deal was done. If I was the dad I would just say you fucked up by saying that to me, good luck at getting another job in the customer service industry. Some flight attendants act like they're an FBI agent but they are nothing more than a mall cop.

Even more so considering, as u/rW0HgFyxoJhYka said, that Delta made fun of United. So this is a double whammy - Delta resolves this incident AND gets to save face both by hanging her out to dry, because they can fire her and also sell this with "yes, we are very sorry, this was wrong, and we immediately let that flight attendant go ... unlike United, who ignore the valid concerns of passengers!"

There is a federal law that says that once you set foot on a commercial passenger flight, they can issue you orders and you have to obey like a raw recruit at boot camp. No one talks about that law publicly, but that's what's backing them up behind the scenes.

Not really as a scapegoat. It really was her and not Delta. Delta's site specifically recommends doing what this parent did. We are blaming Delta, but it was this bitch. They're at fault because you have the responsibility of what your employees do, but she is specifically breaking with the stated company policy.

Whatever the policy/rules were about names on tickets, infants in seats, it all goes out the window when you make a comment like that. I don't know what it is about people trying to ruin other people lives over minor disagreements these days. "Have a political stance I don't like? I'll call your job/try and get your kids taken away." Seems like there should be some law to protect you from this kind of crap.

yea, but they basically trained her. When I worked at CVS they told us to do a lot of things in training, but the resources they actually provided did not allow us to follow any customer service guidelines

Were supposed to get them their meds in 15 minutes, bitch, theres two of us working, a line at drop-off, a line at pick-up and 6 people on hold ready to scream at me. And I was off 1.5 hours ago and only got a 30 minute lunch during my now 10 hour shift. Fuck you CVS! And no lady, I cant rush it!

My favorite part of working at a pharmacy: We were required to ask if people wanted safety caps with their prescription. Multiple times different people would call in for a refill with their refill#, get asked if they wanted the childproof caps, and yell in response: "IT'S A CREAM"....as though their 8 digit refill# indicated that it was their Herpes cream and not their Chlamydia or Gonorrhea pills.

I don't think United needed to plant anyone. A situation like this, now that people have had it with the way they are treated by the airlines, was going to happen sooner rather than later anyway. Within a few months every airline is going to have had several of these PR fiascos, just because of the way they are.

Like what does she even mean by that?? That they will become unfit as parents causing their kids to go directly into foster care? It was probably just a horrible adlib on an already improvised speech to be fair...

We want you and your children to have the safest, most comfortable flight possible. For kids under the age of two, we recommend you purchase a seat on the aircraft and use an approved child safety seat.

If you decide to use a child safety seat aboard the airplane, there are a few restrictions and guidelines you'll need to follow.

Aboard the Aircraft

Where to Sit with a Child Restraint

The window seat is the preferred location for an approved child restraint system (car seat). Other locations may be acceptable provided the child restraint system (car seat) is not installed between other passengers and the aisle. An accompanying adult must sit next to the child. More than one child restraint system (car seat) may be in use in the same row and section of seats. When using a child safety seat, don’t select seats in the following areas...

This is every airlines policy. And there's absolutely no FAA regulation REQUIRING you to have an infant in your lap. In fact the FAA will certify certain car seats for airplane use and they recommend you put your kid in one if you have the means to buy an extra seat, at any age.

The way the airline tried to say it was a regulation that they have the child on their lap is a complete lie. Maybe they were attempting to argue that the child in question was boarded as a lap child? Clearly not the case if the airline also knew the 2 year old of theirs wasn't on that flight. I'd imagine they were informed the younger kid was going to be occupying the seat originally purchased for the older kid when they boarded.

These airlines need to get over themselves and stop treating passengers like game pieces. They should start forcing the airlines to give additional money back (enough to cover the heartache) to the last people who bought tickets. They should be risking profit when they over book. It should be their loss if they mess up.

This is it. This isn't new behavior. We are just finally seeing how horrible people are to each other. It's not like people just started getting on a power trip. That shit has been going on forever. We just have the technology now to actually expose them. It is glorious. Fuck those kinds of people.

I once got on a Southwest flight with my kid who was a lap child because he was under 2 years old. I was gate-checking the car seat and the gate attendant said, "Oh is he a lap child? The plane's not full. Go ahead and bring the car seat on the plane and give him a seat."

I only fly Southwest now.

EDIT: This comment has taken off a bit, so I should note that I'm not saying Southwest is perfect. They have delays and snafus like anyone else. Flying in America is about playing the odds and I have consistently had much better experiences overall, even in difficult times, with Southwest. And when you are flying with kids, the ability to change your flights at any time for no charge and check lots of luggage for free is basically invaluable.

Southwest feels like the only airline where the stewards/stewardesses don't have a god complex. I recently flew from Austin where the pilot was playing Brown Eyed Girl on an acoustic guitar on the boarding ramp and the steward/stewardesses were all smiles and cheerful. I won't fly anything else given the option.

I did a case study on them in one of my marketing classes a few years back. What they started doing differently is empowering their employees, paying them well, and making them feel valued. They promote from within, and it motivates people to become brand ambassadors as opposed to just clocking in for a paycheck.

It's the same thing you see from tons of other successful companies (Costco and Ritz Carlton, for example). The mistake an unfathomable number of companies make is treating their employees as disposable vessels between the customer and the company. The companies that run well do one simple thing: treat the employee as the most valuable customer. When you do that, you may spend a bit more money on the front end, but you reduce turnover (saving money in the long run), make employees motivated to work for you, and that shines forth in the customer experience (making more money in the long run). There's a reason Southwest tends to avoid these sorts of PR disasters, and why Redditers (myself included) sing their praises for free.

Agreed. I'm sure they're not perfect, but I've never had a bad experience on a southwest flight that was due to southwest screwing up or being unreasonable. I've heard that when it happens, their customer service is good, but I've never experienced it so i cannot say if that it true. I hope so. I need them to keep being good. I hope they're learning from these other mistakes lately.

So the FAA rules say that the infant has to be infant-in-arms, yet on the Delta website says they "want you and your children to have the safest, most comfortable flight possible. For kids under the age of two, we recommend you purchase a seat on the aircraft and use an approved child safety seat.".

The seat was in their older son's name, not the baby's. They bought another ticket last minute for the older son to take an earlier flight so they could use that seat for the baby in the carrier.

Last I checked, the name of the person sitting in the seat has to be the same as the name on the ticket. Most airlines have policies about refusing to change names on tickets, or transfer tickets to other people. The dad seems to think that since he paid for all the tickets, he can switch the names around on the tickets at will.

IMO, it's a stupid, greedy policy, but it is what he agreed to when he purchased the tickets.

Delta sold their old son's (that's not there) seat to someone else, so that's what seems to have gotten Delta to question the whole situation.

So the dad says that he's frustrated that he bought the seat. Anyway, he relents and asks if he can just hold the child the whole flight. They say "no" and they are going to forcefully remove them now. The dad complains that there are no more flights and there's no hotels and the employee says that they are on their own.

Eventually, he just gives up and gets off once they assure him that they will remove their luggage before the flight takes off.

IMO, Delta could have handled this much better. They could have just suggested at the beginning (and maybe they did, we don't see the whole thing obviously) that they could stay if they held their child and then they could have taken the baby seat and checked it up front, if "the law" was what was truly the problem here.

The law and Delta allow you to place a baby in an infant seat or hold them in your arms up to the age of two.

Source - father of infant who's done both flying Delta.

Edit:

For anyone thinking of flying with a <2 year old - If the baby is obviously young, Delta won't bug you about proving their age. Southwest, however, are completely twats about it. We argued with the ticket agent for at least 10 minutes that our very small for 5 months daughter was, in fact, under two years old.

To save yourself trouble, snap a picture of a document that proves your child's age (and ideally that they are your infant).

So, we were traveling and booked before our baby was born. We called it a generic name (yeah, like Patty or Terry) so that we could get by either way. We had to remind the older kids... "do not say a WORD when they ask the baby's name."

Glad you found a way to get by, but this just underscores what a MISERABLE state of customer experience flying is in 2017. I'm sure there are examples, but I'm having a hard time thinking of something that we pay more for, with less customer service quality.

Because at this point it's a fight. And they don't want to lose. There is absolutely no reason that kid can't sit on a lap. I've done it on a Delta flight. They even let me stand up by the cabin for a while so I could calm my son down when he was crying. And they even gave him cookies. This crew was just bad.

This is exactly what I thought - had the guy just said - "Yup this is :olderkidsname:" this would have been a non issue? Assuming it wasn't an international flight I can't imagine they'd require an ID for a baby. I know when my daughter was two - we went out of the country and she had to have a passport. Funny side note, a childs passport is good for 5 years - so she's still rolling with the same one now that she's 6 - but it has a picture of her as a 2 year old.

Update: This was a domestic flight HI --> CA, per FAA you do not have to have an ID for children. Also, per Delta policy children under two do not need a ticket - so once the father asked if they could just hold the child to free up the seat - the answer should have been yes, and the plane should have been underway.

I'm pretty sure the last time I booked travel (instead of my company) I had to provide the birth date for each passenger. The infant wouldn't have had the same birth date obviously so they couldn't just lie about the name at the time of the incident. Where this family screwed up is that "Mason" never checked in for the flight and/or never had the boarding pass scanned. That means the seat is now available. To accomplish what this family wanted "Mason" should have checked in and they should have scanned that boarding pass during boarding. The seat would have then been occupied and the flight crew wouldn't have thought twice about it assuming the seat was originally purchased for the infant.

I'm just guessing here, but I think when they checked in at the airport, they never bothered to tell staff that the baby had its own seat. Delta staff just assumed that the baby was sitting in their lap. Therefore, when Mason, their older son, didn't show up, they freed up his seat for another passenger to take it. When they got on the plane, they plopped the baby into that seat in the car seat, the other passenger who was assigned that seat saw that and told the flight attendants.

I remember my dad spelled his 3rd name wrong because of a simple typing error (He spelled Tomas instead of Thomas) and we had to either give the guy 80 euros (Pretty much the cost of the flight per person for a simple error) or get booted of the flight and we wouldn't get our money back. He treated my dad like an idiot and he had this shitty grin on his face as if he enjoyed what he was doing.
It was the worst experience with an airline i've ever had.

I'm sorry, but when stupid policies reveal themselves the reaction should be "That's a stupid policy that unfortunately caused this young family a great deal of inconvenience, and needs to be changed", not "Well, derp, those are the rules, tough for those people"

The name being in one son's name instead of the other is not a good reason to boot these people off of a domestic flight. Everybody involved was aware of what was happening but the airline thought it was appropriate to threaten the parents with arrest and having their kids taken away rather than dealing with it using - gasp - common fucking sense.

It's the threat of arrest that really gets me. How can so many Americans claim their country is all about "freedom" when arrest and/or persecution is the end result of almost ANY non-compliance with the law? Drinking underage? Arrest. Pay for an airline seat then refuse to get off when THE AIRLINE overbooks? Arrest. Unpaid parking tickets? Arrest.

Doesn't it also have to do with the no fly list? Airlines have to cooperate with the feds and make sure the paper work is compliant... Including boarding passes matching names of passengers. Imo minors should be exempt but clearly they're not. Though I can understand from the airlines view why they can't allow this. Imagine the customers are thirty, suddenly no one has a problem with this policy because it's meant for safety. There's definitely a flawed policy but the guy should have known he was going to have issues with this.

It's good that they don't make an exception for minors, because in broken families, one parent can sometimes try to take the child to a different state or even country to circumvent the laws of their departure state/country. I'm not suggesting that's what happened in this case, but the laws do have precedents behind them sadly.

Yup, this is what got me the most. Delta was in the wrong for having the policy to put infants in car seats on their site then doubling down on saying he couldn't do that. He was wrong in trying to put someone in the seat whose name wasn't on the ticket, which is the real policy Delta should have been leading with instead of just mentioning as an aside.

The guy handled it well, didn't lose his cool or curse anyone out. Meanwhile the person talking to them is trying to sound sweet and helpful "I just wanted to say hi and see what I could do for you." while at the same time trying to turn the other passengers on the plane on them with her "Well, we can just sit here all night until we comply."

What puts Delta in the wrong here, and I hate that it happened because I actually like them, was the man finally saying he would comply and, like you said, they told him it was too late and that he already had his chance. That's just petty and something I'd expect from an eight year old on the playground, not someone who was obviously hired by a huge company as a guest relations expert. That tilted this mess way out of Delta's favor. If they had just let them fly then this would be a non-issue. It would have sucked, but those were the rules.

The woman talking to them is horrendous. "I gave you two choices and now you're on your own". Such scummy behaviour. She really did not make it clear that they were going to kick them off the flight unless he allowed them to get double faire for his seat. Do these people work on commission or are they just drunk with power?

She starts of pretending like she is going to be nice too. Like shaking their hands before being an asshole is somehow good customer service. "I'm just trying to help you, you can sit here if you want but the plane wont go anywhere, we can sit here all night". That's being passive aggressive not helpful.

she was offering to let them stay on the plane and hold the kid the whole time, she was just saying the kid couldn't be in the seat, but the guy apparently didn't fully understand what she was saying right then because later on he ended up asking if they could just do that, but then she decided to be a fucking cunt and kick them off the plane when they were ready to agree to what she had first asked them to do.

also, when she first approached them and shook their hands she went straight to a mega bitchy passive aggressive statement by saying "I know you don't want anyone else to sit in that seat." Implying that they're just trying to use the baby as an excuse to keep that seat open because they want the extra room and not because they actually need it for the baby.

Is she completely unaware of the United shitstorm that happened just a few weeks ago? I guess silly me for thinking all airport/airline employees would refrain from being mega cunts in overbooked situations for a little bit

from her perspective there was no overbooking, this guy was just trying to take an extra seat (because I assume the ticket he bought for that seat was never checked at the gate, because the person he bought it for wasn't present). but I agree she was a mega cunt, she should've tried harder to see it from his perspective.

American did this too on my way back from panama 2 weeks ago. Flight had to taxi back because something leaking idk. I ordered a beer and they never asked for money. Idk if she forgot or if it was policy but I sure as hell wasn't finding out..... Free beer.

"I'm just trying to give you the courtesy ... we can sit here for 4 or 5 hours, that's up to you."

So you're giving him the courtesy of shifting the blame of holding up the plane onto the passenger? Go fuck yourself Delta employee. I can't wait to hear that you were fired and now that your name is going to be plastered in the media you will probably never work for another airline again. You don't get to outright lie and threaten someone with sending their children to foster care.

Edit: And at the end you can hear him saying "We need help getting the car seats off the aircraft." and she responds with "They shouldn't have been on the aircraft." Read your own fucking manual before you try to enforce it. Why was she not forced to show him the guideline for why car seats were not allowed, because if she tried she would have learned right away she was wrong.

He did pay for the seat ....for his son, who is a no-show. The minute that someone is a no-show ( the named, ticketed passenger ) the seat belongs to Delta.

They never once explained that to him. A lot of people think he's trying to be clever but it's just as possible that he didn't understand that rule. If the 2 year old didn't have a ticket- than the parents knew that they were in for a lapped child flight.

That's what annoys me the most. They're both arguing about the FAA rule on a 2 year old, which apparently the lady is wrong! Nothing about the name being a different person. Only a fellow passenger mentions it.

Crazy. It might be his fault, but it was so cringy listening to that dim flight attendant trying to save face. Best part is she comes over all confident thinking they will diffuse the situation and prevent a United disaster when in reality she made things worse by sounding like a complete bitch.

Delta was right to deny them from using the seat their older son didn't end up using. However it was ridiculous and horrible customer service that they kicked them off the plane. They all had tickets and the 1 yr. old could have sat on the parents lap (like the guy suggested eventually in the end). Bullshit.

I think this is the correct answer here. The father was wrong with what he thought he could do. But Delta did not explain this properly, someone mentioned that their kids would go to FOSTER CARE, and in the end, there was no reason to boot them from the plane.

He was pretty damn calm throughout the whole thing, too. Never raised his voice and kept expletives to a minimum. The dude showed no cause for concern for the safety of other passengers, and eventually agreed to what they wanted him to do. They kicked him off as a total power move, and they are going to pay dearly for it.

Later edit: I'm at work hitting babies with strollers and denying boarding to minorities (/s), so I can't keep up with the volume of questions. But I am sure as hell trying. I want people to stop the circle jerk and understand. I'm not defending Delta's poor handling of the incident, just pointing out that there are rules the passengers have to follow.

Looks like seven plus years in the airline industry (or Delta shills) has finally paid off. Thanks for the Gold!

The devil is in the details here.

He bought the seat for his older son. The infant was designated as a lap infant.

He then bought about seat on another flight for the same older son, with the intent of using it the original as a seat for the lap infant.

Older son is now technically a no-show for this flight, so Delta is going to fill that seat with a standby passenger.

Dad was trying to circumvent the rules, instead of paying change fees to move older son on his reservation to another flight and buying a seat under the infant's name on this flight.

The number of passengers in seats (and in laps) must match that of the flight manifest. Additionally, the person whose name is on the ticket must be the person in the a seat (some airlines do not have assigned seating, but still have to ensure the correct people board the plane). That is federally mandated. The baby's name was not on that ticket, ergo that seat is legally unfilled and can be filled with another passenger if one is available.

Source: work in airline customer service and security.

Edit: Clarification and FAQs

No, I don't work for Delta. Used to. I work for a better airline now.

Yes, they handled the customer poorly. Not as bad as American, but could have been better and more articulate.

The rule is federally mandated. The person in the seat must be the one on the ticket. Although this is common-sense stuff, the airline does not have the option to choose not to enforce this mandate.

Based on the video, I personally would have checked the car seat and let them fly infant-in-arms, and cleared the standby passenger. I do not know what happened before the tape or during film lapses that may have led them to kick them off.

Final edit: A "seat" does not mean your "seat assignment." It is the unit that a ticketed passenger receives when purchasing a ticket. A lap infant is part of the seat/ticket assigned to the adult with whom they are sitting.

Absolute final edit because this got way more attention than I expected and I literally cannot commit the amount of time required to answer everyone:

The initial charge, so to speak, was that is against federal law to disobey crew instructions. This was true. The way in which the employees approached the passenger was uncalled for. This is also true.

"Seat" is not the physical seat. It's a reservation for a space on that aircraft which has a ticketing capacity. Dad didn't buy the seat assignment. He bought a reservation, and the person whose name was on the res didn't show.
Dad bought a ticket on another flight for someone (who for some reason I thought was his other kid because he claimed he'd bought the seat that the baby was in. Whoops) with the intention of putting his non-ticketed lap infant into that ticketed seat. This would be fine if there were no other ticketed passengers.

However, every airline has standbys. Whether it's employees, misconnecting pax, dead heads, premier customers trying to go early. They are ticketed. That gives them priority over non-ticketed lap children. The lap child is then required to ride as reserved in Dad's lap. The airline has no obligation to honor a reservation that the ticketed passenger did not fulfill.

Dad did not understand this, and Delta did a bad job at explaining it to him. They're all lucky that the event didn't escalate more than it did. Had dad not incessantly disobeyed crew instructions and literally tell them they can remove him from the flight, they would have let him fly infant-in-arms.

To all of you that hope someone gets fired over this, shame on you. Again, they did a terrible job. But this business is not easy. People's lives are in my hands every day. They're plans, their loved ones, their safety. What the crew were asking if this guy was not uncalled for. He should have complied. They got rattled. Let this be a lesson to everyone involved who let this event go this far. Let them be better travelers, better employees. Better people.

Question: the kid's name is not on the ticket, but wouldn't they have scanned the ticket at TSA and when boarding? They don't verify identity when boarding a domestic flight, but it seems strange to call it a no-show when they scanned the ticket and let them board.

They should have had someone who understands like you do explain it. That women did nothing but escalate his emotions I imagine. Then you kick the whole family off? I still don't see Delta as in the right here even if they were following procedures

If she had just explained that the seat was not booked for that child instead of lying about the kid not being allowed to sit there.. he might have been happy to help.
She acted so high and mighty.. with fake empathy that she was trying to help.

While that is all true, what the attendant / customer service representative for Delta is saying about an under two-year-old required to be in the arms is also incorrect. For an infant to be in a seat on a flight all that they need to do is be placed in a FAA approved infant seat. There is no rule saying that they cannot put them in any seat on a flight.

You are right to say that the father should have paid the change fee for the older son, and then purchased the same seat previously assigned to the older son for the baby.

You're speculating that the dad knew what would happen and just wanted to avoid some fees. It's just as likely that he didn't know and thought there wouldn't be an issue using the brother's name for the baby.

Also at no point in the conversation did anyone suggest that he pay a fee to change the name from the brother to the baby, had that been the core problem.

Yep. I came here knowing there was probably a good reason for the situation.

That said, the rep handled it horribly.

Really, at any point where there is a dispute with an airline now, the rep should stay absolutely calm and look out to the Sea of filming cell phones and say "ladies and gentlemen, this passenger has broken such and such rule and has been asked to resolve the situation in accordance with the law and contract, the same laws and contract that you all are following. Because they are breaking those laws/contract, we need to remove them from the plane, also in accordance with the law. "

I think if it is done something​ like that, even if the passenger refuses to get off by themselves at first, the other passengers will turn against them and tell them to get off since the crew was being calm and reasonable. And because they know they aren't going anywhere till the trouble passenger leaves.

Edit: "turn against them" is bad phrasing. I meant that it wouldn't be a situation where everyone starts white knighting without even knowing the situation.

This. No matter whether or not the guy was circumventing the rules, the flight attendant's speech about his children taken into foster care was absolutely unacceptable. The shitstorm will focus on that, and the easiest way to deal with such a PR problem is to fire her.

Father books Hawaii trip for family of 5. Him, his wife, an ~18 year old son, a toddler, and an infant. Books 4 seats plus a lap child. They hope that they can put the lap child in a free seat. They fly to Hawaii and do just that.

Father sees the flight home is booking up and they won't have a free seat for the infant. Father decides to send ~18 year old on separate flight to free up a seat.

Father does not get booking changed from 18 year old to 2 year old. Airline resells seat due to no show of 18 year old.

Family boards early when invited due to having small children
Airline lets them through gate as they see the young one is a lap passenger.

Family attach child seat to seat that was theirs once, but isn't now. The new owner of the seat boards and sees his seat is taken. He goes to a Delta employee.

Delta tells them they can't have the seat Father feels he paid for. Tell him the infant has to be in a lap, or they all have to get off. He refuses as the baby won't sleep that way. Security shows up and threatens jail, gate agent cites BS policy to try to get them to comply. Another employee carries out the original threat to make them get off.

This gave me chills. This sort of thing happened to my wife and I, and my daughter in 2011, but on a British Airways flight from SFO to ARN with a layover in LHR. We were also allowed to stay on the aircraft, so I guess it was easier for us.

We followed the guidelines on the website and brought our car seat. Once on the aircraft, two different flight attendants came by and told us strange things about the car seat. First, we had it rear-facing, and the first attendant said we needed to turn it around. The second attendant came by and said we could not use it. We were confused, and I texted a friend back home and asked them to check the website. They confirmed that we were recommended to use the car seat for our daughter, according to the rules listed on the website. Just as we had read. We also asked them why we were able to get it all the way onto the aircraft before learning this, and were told illogical things.

Shortly there-after, two attendants came back and were extremely rude to us, telling us loudly that we were going to hold up the flight if we did not "hand over the car seat" and that it was "up to us" if we wanted to make everyone wait, then left.

I walked up to the attendants who had talked to us hoping to ask them to show me this in writing and a different attendant very loudly asked me why I wouldn't just follow the rules and why was I making everyone wait. They produced a binder with some paper rules in it stating that our daughter needed to be in one of our laps with some sort of extender belt around her. I agreed to hand over the car seat and was confronted with another attendant who opened up acting like I was causing a problem, and behaved in a threatening manner. I got them to stop talking and said very clearly that we were planning to hand over the car seat and do what-ever they asked so that we could get under way. They produced the extender seat-belt. It was an orange belt that clipped into the lap belt and in no way whatsoever secured our daughter. We had a video of my wife lifting her out of it. It felt horrible and terribly unsafe. The male flight attendant who behaved in a threatening manner while on the plane, walked by us as we were departing the aircraft doing I guess what you would call mugging us as he walked by.

When we arrived in London for the layover, I was detained by security as the airline had reported that I was causing a disturbance on the aircraft. I calmly explained what happened, and the security fellow related to me as if this sort of thing happens. I wish we would have recorded it, but I had a Blackberry at the time and I think both of us were more or less in shock at the whole thing. Have not ever flown British Airways since. We are running out of airlines! This is so crazy. Chills.